Is it Time to Reevaluate My Lab Strategy?
Laboratory Vendor Market Update 2015

1. ORCHARD AND SCC LEAD IN PERFORMANCE

Orchard Harvest LIS is the top performing lab solution in the small hospital space, while SCC fills that spot for large hospitals. Both vendors’ innovation and service improvements have set the gold standard for the laboratory market. As Beaker’s customer base has grown to include labs with more complex needs, higher expectations have led to a decline in overall customer satisfaction. Meanwhile, McKesson has seen a lot of attrition via departing Horizon customers, but those who remain are satisfied with a user-friendly product.

2. A TRADE-OFF: FUNCTIONALITY VS. SERVICE

Orchard and SCC are innovating and meeting many of their respective customer groups’ needs. While Cerner delivers a broad portfolio with advanced functionality, some providers mention the desire for more focused development on PathNet. Despite obvious gaps in functionality, Epic’s proactive service leads to strong performance ratings from IT personnel. MEDITECH customers complain of inexperienced staff and an inability to address problems, leading to low performance. Providers are nervous about Cerner NOVIUS and McKesson Lab, since the products’ lifespans are uncertain, but they report continuous good service and support.

3. ORCHARD LEADS IN VALUE, AVOIDS SURPRISES

As the laboratory landscape continues to change and more providers migrate to their EMR vendor’s LIS, best-of-breed vendors are facing a challenge. Financial value is a large factor for most providers, and Orchard and SCC are praised for giving customers their money’s worth. Epic customers report lower value, especially lab personnel, who recognize that Beaker is not as mature as other Epic products. Cerner and Sunquest customers both tout robust functionality, though they express annoyance at nickel-and-diming practices.

4. BEAKER HAS IMPROVED BUT IS NOT READY FOR COMPLEX HOSPITALS

More Epic customers, including a few large IDNs, are starting to transition over to Beaker. For many, the integration improves their workflow, while regular updates and vendor guidance can compensate for the product’s immaturity. Small hospitals within IDNs are among the most vocal critics, as they have to adjust to a loss of flexibility in moving to a centralized LIS model. Large hospitals note weak anatomic pathology, the lack of a blood bank, and unpolished functionality. Though Beaker has steadily improved and providers are optimistic going forward, they expect a more mature product.

Designer
Natalie Jamison